Customer Success Manager - US

Customer Success Manager - US Department: Customer Success Employment Type: Full Time Location: San Diego Description About us: Hiver is a modern, AI-driven customer service platform used by companies across healthcare, finance, logistics, education, and technology. We help teams deliver fast, human support across email, chat, phone, WhatsApp, and more – without the complexity of legacy helpdesks. We’re a challenger brand in a category dominated by over-engineered tools. We build software that is simple, powerful, and genuinely helpful; and we operate internally with that same philosophy. If you want meaningful ownership, thoughtful teammates, and work that ships, Hiver is a great place to do it. Opportunity: As a Customer Success Manager (CSM) at Hiver, you will own a high-impact portfolio of 60–75 accounts spanning the SMB and Mid-Market segments in the United States. You are the bridge between our customers’ business goals and Hiver’s multi-channel capabilities. This is a revenue-centric role where you aren't just managing relationships—you are driving Net Revenue Retention (NRR). You will be responsible for ensuring world-class adoption, identifying high-value expansion opportunities, and acting as a strategic consultant to help our clients scale their support operations. What will you be working on? Strategic Portfolio Management: Serve as the primary partner for a portfolio of 60–75 US-based accounts, balancing high-velocity engagement with deep-dive strategic consulting. Build multi-threaded relationships, moving from frontline managers to C-suite stakeholders to ensure Hiver is core to their tech stack. AI-Driven Maturity & Strategy: Guide customers through their digital transformation journey—moving them from legacy, manual email management to an AI-powered, multi-channel ecosystem (Chat, WhatsApp, Voice, and Help Center). Conduct Value-Based Reviews to demonstrate ROI and ensure clients are leveraging Hiver’s automation and AI-driven insights to their full potential. Revenue Expansion & Growth: Own the expansion quota: Proactively identify, negotiate, and close opportunities for seat growth, feature upgrades, and new channel adoptions. Develop "Success Plans" that turn healthy product usage into predictable revenue growth. Cross-Continental Collaboration: Act as the vital link between our US customers and our India-based Headquarters. Collaborate directly with Product and Engineering teams in India to advocate for customer needs and influence the product roadmap. Feedback Collection and Product Improvement: Gather and relay customer feedback to the product development team to help improve Hiver's offerings. Act as the voice of the customer, ensuring their needs are considered in product development. What are we looking for? 3–4 years of experience in a Customer Success or Account Management role within a SaaS environment. Commercial Mindset: A proven track record of meeting or exceeding expansion and retention targets; you are comfortable owning a revenue quota. Consultative Approach: Ability to lead a portfolio of 60–75 accounts with a focus on "prescriptive" success rather than reactive support. US Market Expertise: Deep experience working with US-based customers and understanding their support culture and expectations. Communication Mastery: Exceptional negotiation techniques and written/verbal communication skills. Operational Flexibility: You are comfortable working US business hours, with the flexibility to start your day early as needed for alignment meetings with our India HQ. #J-18808-Ljbffr